Workflow & Real-Time Analyst - Customer Relationship Centre
ASC Connections
Reading, United Kingdom
6 days ago
Role details
Contract type
Temporary contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Compensation
£ 47KJob location
Remote
Reading, United Kingdom
Tech stack
Microsoft Excel
Data Visualization
Excel Formulas
Instant Messaging Technology
Workflow Management Systems
Job description
- Our Client is looking for a passionate, self-motivated Workflow & Real-Time Analyst to join the Customer Relationship Centre team.
- This role is integral to our daily operations and requires a dedicated individual who thrives in a fast-paced, dynamic environment.
- You will be responsible for monitoring live service performance, managing resources in real time, and producing insightful reports to support operational decisions.
- Your work will help ensure optimal service levels, efficient staffing, and a smooth customer experience.
- Your people skills need to be paramount to coach and guide team members daily to enable to the centre to deliver the best service possible.
- A key part of your role will involve supporting the modernisation of the CRC's workflow management system, transitioning from legacy platforms to a more advanced workforce management ecosystem.
- With the planned introduction of Calabrio, experience with this system is highly desirable., * Real-Time Monitoring: Oversee call lines and online chat activity to ensure efficient handling throughout the day.
- Resource Management: Adjust staffing and agent codes in real time to maintain service levels and operational flow.
- Inbox Oversight: Monitor and respond to the real-time inbox, ensuring timely action and communication.
- Schedule Management: Create and maintain weekly schedules to ensure adequate coverage across all channels.
- Reporting & Analysis: Produce contact volume reports and analyse performance trends to support decision-making.
- Trend Identification: Use data to identify patterns and recommend adjustments to improve efficiency and customer experience.
- Collaboration: Work closely with team leaders and operational managers to align resource planning with business needs., Fitter Technician Hours: Mon - Fri, 8.30 - 5.30pm Contract: Temp to perm Key Responsibilities: Install and fit custom-built furniture, fixtures, and fittings. Measure, cut, and assemble wood and other materials with prec... 5h ago Apply, As a Mechanical Assembler your duties will include: Assembling carts and trailers Fitting panels, axles and wheels Reading from drawings Quality inspection To be successful in the role of Mechanical Assembler you will ne... 5h ago Apply
Requirements
- Hardworking & Committed: A reliable team player who takes ownership of their responsibilities.
- Multi-Tasker: Able to manage multiple priorities without compromising quality.
- Approachable & Supportive: Builds positive relationships and communicates effectively with colleagues.
- Trustworthy: Maintains confidentiality and demonstrates integrity in all tasks.
- Strong Communication Skills: Clear, concise, and confident in both written and verbal communication.
- Data-Driven: Comfortable working with data to draw insights and support operational decisions.
- Excel Proficiency: Skilled in using Excel formulas and functions to automate tasks, analyse data, and build reports.
- Experience with Calabrio or similar WFM platforms is highly desirable.
